Helpdesk Coordinator (remote role)

About Women on Web 

WOW is a feminist non-profit organization facilitating online access to abortion pills. We have an international team, offering support in 16 languages in almost 200 countries. We are registered in Canada. Our mission is to increase access to high quality abortion care for women and pregnant people on their own terms. Our teams work toward a future in which abortion is recognised as part of life and is freely available. 

Key responsibilities  

Helpdesk supervision 

• • Daily troubleshooting of our system and helpdesk performance.
    

• • Plan and perform comprehensive reviews of the Helpdesk work, supervising 8-10 people. 

• • Coordinate the onboarding process of new team members, including training sessions and follow-up to ensure smooth integration into the team 

• • Plan and facilitate ongoing training sessions for the Helpdesk team  

• • Organize and lead weekly team meetings, incorporating creative strategies to foster team engagement, elevate quality standards, and enhance information retention. 

• • Continuously assess, refine, and implement innovative strategies to optimize service quality, operational efficiency, and team supervision processes 

• • Take initiative and demonstrate proactivity in identifying opportunities to increase the quality of our service.  

• • Communicate all logistical and/ or operational issues to the management team, and offer solutions 

• • Responsible for maintaining digital security standards within the team 

• • Collaborate with team members from management to brainstorm and develop new ideas for service improvement.
    

Documentation and administrative tasks 

• • Develop and implement comprehensive supervision tools and reporting mechanisms within the Microsoft platform, ensuring accurate and timely reporting.  

• • Administer and document sick leaves, emergency requests, and holiday schedules

• • Establish and oversee team chats to facilitate streamlined communication among team members 

• • Maintain up-to-date oversight of the overall service process and team schedule monthly 

• • Troubleshoot all backoffice issues, pinpointing their origin and implementing solutions aimed at addressing root causes 

Coordination with the Women on Web Senior Management team  

• • Attend weekly meetings with the Eexcutive Director, Operations Manager and Helpdesk Coordinators 

• • Report to the Operations Manager regarding the status of the helpdesk, identifying issues and proposing strategies to improve

• • Proactively identify and seize opportunities to enhance organizational strategy and mission
    

Skills 

• • Communication: Possess excellent communication skills to effectively convey information and actively listen. Skilled in providing constructive feedback, and maintaining accountability standards

• • Organization: Highly organized, proactive, and innovative. Able to meet deadlines and coordinate resources 

• • Adaptability: Adapt to changing circumstances and navigate through uncertainty while maintaining a positive and flexible approach 

• • Cultural Sensitivity: Demonstrate cultural sensitivity and awareness, fostering an inclusive and respectful team environment that values diversity and promotes equity within the team 

• • Time Management: Effectively manage time and resources, ensuring deadlines are met and team productivity is optimized 

• • Problem-solving: Display strong problem-solving abilities, utilizing analytical and critical thinking skills to identify and resolve issues that arise within the team  

• • Relationship management skills: Experience collaborating remotely with colleagues distributed worldwide.
    

Qualifications 

• • University degree related to non-profit management, international relations, political science, public health, international development, law or any other discipline that aligns with our mission. We welcome a variety of academic backgrounds, as long as there is a strong connection to human rights. 

• • Proven experience in a managerial or team-lead position 

• • Proven experience in coordinating projects and programs 

• • Strong feminist values and deep understanding of global abortion access, and reproductive rights work  

• • High level of written and spoken fluency in English (C2); other foreign languages considered an asset. 

• • Proficiency in Microsoft 365 or another collaborative storage and project management software; comfortable with technology, ability to learn new tools and apps
    

Conditions 

• •  This is a full-time remote position (40 hours per week) with an on-call requirement one weekend per month. 

• • While this role is fully remote, occasional travel will be required for meetings and conferences, approximately twice a year.
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  • This role pays $21 CAD/hour ($40,320/year) regardless of the working location of the team member with annual increases forecasted per our new pay framework*. 

* Women on Web adopted a new equitable global compensation philosophy and pay framework in early 2024 which centers around equity, transparency, strategic fit and incremental positive change. Pay rates or bands for all roles are universally transparent within the organization. Cost of living adjustments are decided each year by the Executive Director and are subject to budget availability. Pay will be discussed openly as part of the interview process to ensure alignment. 

How to apply 

To apply for this role, please prepare your CV and a cover letter. Please send your application by using this form. The closing date for applications is September 15th.